TikTok Shop - Customer & Competitive Insights Program Manager

Responsibilities

E-commerce's Governance and Experience (GNE) is a global team dedicated to ensuring customer satisfaction, fostering a sustainable sales environment, and enhancing the purchase experience. Within GNE, the Trust, Compensation and ROI team are seeking a Customer Insights and Strategy Program Manager to facilitate programs that better understand our customers' pain points and drive impactful solutions that transform that understanding into action across the organization. You will collaborate with teams across GNE, Data Science, Product and UXR to advocate for our customers while driving product and operational enhancements.

Roles & Responsibilities:
- Facilitate bi-weekly user testing to test upcoming or existing features/content, end-to-end user flows and general sentiments on buyer journey topics. Allocate budgets, draft proposals, develop questionnaires and discussion guides, facilitate discussions and summarize findings into executive-ready reports.
- Highlight opportunities in the buyer journey flow, facilitating end-to-end buyer journey mapping across pre-sales, returns, refunds and post-purchase resolutions. Identify systemic breakdowns, moments of confusion, or misaligned policies that erode buyer trust and facilitate identification of action plans and owners.
- Partners cross-functionally to drive alignment and impact, cultivating strong relationships with product, UX, content, operations, marketing, and business line stakeholders to embed insights into decision-making and roadmaps.
- Drive regular benchmarking efforts to assess opportunities for further buyer journey improvements for the platform. Identify action plans and owners to drive solutions across opportunity areas.
- Champion buyer empathy and experience equity-ensuring solutions reflect the needs of diverse buyer segments, including first-time users, high-value customers, and underserved cohorts.
- Advocate for a proactive, experience-by-design culture, where buyer journey insights inform not just fixes, but future-forward innovations across the buyer journey.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Minimum 5+ years of business experience.
- Experience with Voice of the Customer programs and translating customer feedback into actionable recommendations and driving solutions.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $104712 - $192534 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: